Overview

Versiti is a fusion of donors, scientific curiosity, and precision medicine that recognize the gifts of blood and life are precious. We are home to the world-renowned Blood Research Institute, we enable life saving gifts from our donors, and provide the science behind the medicine through our diagnostic laboratories. Versiti brings together outstanding minds with unparalleled experience in transfusion medicine, transplantation, stem cells and cellular therapies, oncology and genomics, diagnostic lab services, and medical and scientific expertise. This combination of skill and knowledge results in improved patient outcomes, higher quality services and reduced cost of care for hospitals, blood centers, hospital systems, research and educational institutions, and other health care providers. At Versiti, we are passionate about improving the lives of patients and helping our healthcare partners thrive.

Position Summary

The Senior Manager, Client Success plays a pivotal role in advancing Versiti's mission by cultivating long-term, value-driven partnerships with hospitals, health systems, and medical service clients. As Versiti launches its first dedicated Client Success function, this role establishes the foundation for a relationship model that strengthens trust, retention, and growth across our commercial portfolio. Reporting to the Director of Service Line Marketing, the Manager is responsible for directly managing a portfolio of Tier 1 transfusion medicine clients—serving as a strategic advisor, advocate, and connector across business lines, and supervises the Customer Care team. The position also plays a key role in supporting the Vice President for Transfusion Medicine Business Development, ensuring excellence in client experience and alignment across operational and commercial teams. While the long-term vision includes building a team of Client Success Specialists, this role will initially operate as both strategist and practitioner—modeling the client success framework that will scale across Versiti's six service lines.

Total Rewards Package

BenefitsVersiti provides a comprehensive benefits package based on your job classification. Full-time regular employes are eligible for Medical, Dental, and Vision Plans, Paid Time Off (PTO) and Holidays, Short- and Long-term disability, life insurance, 7% match dollar for dollar 401(k), voluntary programs, discount programs, others.

Responsibilities

• 1. Strategic Client Relationship Management – 35% Serve as the primary relationship owner for a portfolio of Tier 1 transfusion medicine clients, ensuring exceptional service delivery, satisfaction, and partnership growth. Conduct regular executive business reviews (EBRs)—presenting outcomes, value realization, and opportunities for deeper collaboration. Partner closely with the VP for Transfusion Medicine Business Development to design and execute retention and expansion strategies for high-value clients. Function as the client’s trusted adviser, connecting them with Versiti’s full spectrum of capabilities in blood, diagnostic, and medical services.
• 2. Program Development and Implementation – 25% Define and operationalize the client success model for Versiti, including onboarding, engagement, renewal, and expansion phases. Create standardized processes, playbooks, and success metrics that establish consistency and excellence across client partnerships. Partner with Marketing Insights, Growth Marketing, and Portfolio teams to integrate Voice of the Customer (VOC) data into business strategy. Develop dashboards and tools for client health monitoring, performance visibility, and account risk mitigation.
• 3. Collaboration with Blood Operations and Hospital Relations – 20% Work in close coordination with Blood Operations leadership to ensure strategic alignment with the Hospital Relations team. Deep understanding of Versiti’s hospital service offerings, operational priorities, and service-level commitments to anticipate and resolve client needs. Foster a unified experience for hospital clients through cross-departmental collaboration and communication. Represent the client perspective in internal planning forums, advocating solutions that enhance loyalty and operational performance.
• 4. Voice of the Customer and Advocacy – 10% Partner with Marketing Insights and Operations to lead VOC collection, analysis, and action planning. Identify patterns, trends, and opportunities for product and service enhancement based on client feedback. Develop client reference and advocacy programs to amplify positive partnerships through storytelling, case studies, and peer networks.
• 5. Leadership and Team Development – 10% Provide leadership to Customer Care Team Lay the groundwork for a scalable Client Success function that will evolve to include additional Client Success Specialists. Create tools, training, and playbooks that support onboarding and skill development for future hires. Model a culture of accountability, empathy, and proactive client engagement consistent with Versiti’s Way of Leading.
• Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification
• Understands and performs in accordance with all applicable regulatory and compliance requirements
• Complies with all standard operating policies and procedures

Qualifications

Education

• Bachelor's Degree Business, Marketing, Communications, Healthcare Administration or related field required
• Master's Degree Business, Marketing, Communications, Healthcare Administration or related field desired

Experience

• 7-9 years Client success, strategic account management, or business development within healthcare, diagnostics, life sciences, or research required
• 4-6 years Leadership roles managing multi-functional teams. required
• 4-6 years Demonstrated success managing enterprise-level client relationships that drive retention, satisfaction, and revenue growth. required
• 1-3 years Build and execute client success strategies in matrixed organization required
• 4-6 years Experience collaborating with operational, marketing, and product teams to translate client feedback into measurable improvements. required
• 1-3 years Deep understanding of hospital systems, transfusion medicine, or healthcare partnership management strongly preferred. preferred

Knowledge, Skills and Abilities

• Strategic thinker with strong problem solving skills required
• Strong relationship management skills required
• Strong communication and presentation skills with executive presence required
• Ability to synthesize data and insights into actionable strategies required
• Skilled collaborator with demonstrated success influencing across functional boundaries required
• Self-starter who thrives in a pioneering environment and embraces continuous improvement required

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